The telco has looked to move further customer interactions online in order to relieve its customer call centres, which also moved to 24/7 service as part of continued customer retention measures.

Despite the continued changes and positive movements toward key goals outlined by the company, complaints to the Telecommunications Industry Ombudsman (TIO) increased during January this year.

"Some of it is driven by the floods," Thodey said. "More importantly, I like hearing about issues and how quickly we respond to them."

The company intends to reduce TIO complaints by 30 per cent year-on-year as part of the business simplification's key indicators of progress.